Our Royal Care Standard
At Royal Resorts, the health and safety of our guests and employees is
our top priority. We
have always operated to the highest cleaning and sanitation standards,
but to meet the COVID-
19 challenge, we have raised them even more with a new level of care and
hygiene called the
Royal Care Standard. As part of the
Royal Care Standard and our continued commitment to
your safety, additional hygiene and sanitation protocols have been
implemented in guest
rooms, public areas, offices and back of house where staff work behind
the scenes, in
accordance with guidelines issued by the Mexican Department of Health
and the World Health
The Royal Sands, The Royal Haciendas, The Royal Islander, The Royal
Cancun, Grand Residences
Riviera Cancun and Thomas More Travel have all received the Clean and
Safe Check certificate
from the Quintana Roo Tourism Board and Department of Health. This
official certificate also
has the Safe Travels seal of approval from the World Travel &
We welcome our members and guests with warm smiles, the traditional
Yucatan greeting of the
hand placed over the heart known as Ki’ imak K’iin, and the
hospitality that has been our
hallmark for more than 40 years.
Arriving guests will find a complimentary hygiene kit in their room,
including a bottle of hand
sanitizer, face masks and disinfecting wipes for them to use. Around
the resorts, there are hand
sanitizer dispensers in all guest and staff restrooms, at Reception
and other guest service desks,
at the entrances to our restaurants and bars, in the Spa, gyms,
activity centers and kids clubs
and convenience stores.
Due to the stability of COVID-19 in the area, the Quintana Roo state
government declared the
use of face masks optional, however we still recommend their use in
indoor spaces and where
the safe distance of 5 feet cannot always be guaranteed due to
gatherings of large numbers of
people, such as the lobby, Royal Market, gift shop, restaurants,
activity centers, kids clubs, the inter-resort shuttle and Thomas More
Travel vans. Additionally, if you
have a preexisting
medical condition, you should wear a mask.
The mandatory use of face masks continues in some places such as the
airport, hospitals, when
using public transportation, and by companies that by the nature of
their activities still require
We are going above and beyond our rigorous sanitation standards with
enhanced cleaning and
disinfecting of rooms, public spaces such as restaurants, bars and
convenience stores, offices
and back of the house areas. This includes the use of new technology
such as electrostatic
sprayers and ozone systems.
High traffic areas and surfaces including doors, door handles, tables
and countertops, elevator
buttons and handrails are cleaned and disinfected repeatedly during
the day. Other measures
include disinfecting luggage before taking it to rooms and increased
cleaning of the air-
We have also incorporated additional sanitation protocols and
disinfectants in our room
cleaning process for your safety. All frequently touched surfaces such
as doorknobs, light
switches, remote controls, appliances, tables and countertops receive
extra care. Mattresses,
pillows, cushions and soft furnishings will be cleaned and then
sanitized using electrostatic
In addition to the daily hygiene process, all rooms are sanitized
before guests check in and deep
cleaned after each occupancy.
As an additional precaution, we have removed all print publications
from our rooms. Guests can
scan a QR code to consult the Room Service menu, the Resort Tips guide
featuring guest service
information and resort rules, and our annual magazine Royal Resorts
All our restaurants have the Distintivo H certificate awarded by the
Mexican Tourism Board for
excellence in kitchen hygiene and food storage and preparation
standards. Nevertheless, we
have reinforced sanitation procedures and cleaning frequency during
All restaurant staff wear face masks. New seating plans in our
restaurants and bars allow for
greater separation between tables.
All our restaurants and bars offer contactless menus, accessible
online by scanning a QR code.
We also have printed menus that are disinfected after each use.
We want our guests to have fun safely when participating in daily
sports and activities. We have
increased the cleaning and disinfection of furniture and equipment in
the Activity Centers and
at the Kids Club. Both areas also undergo deep cleaning on Saturdays
using ozone technology.
Kids Club staff divide children into groups of four for each activity
and ensure that they follow
hygiene instructions, including social distancing, hand washing and
the use of hand sanitizer.
All equipment used in activities or available for sign out from the
Sports Desk (tennis rackets,
golf clubs, balls, bicycles, board games, toys, etc.) is cleaned and
disinfected after each use.
Sun loungers and chairs are cleaned and disinfected every day.
We have also introduced extra sanitization measures at the Spa, in
treatment rooms, for
preparation counters and utensils, in the wet area, beauty salon and
the gyms. Only two people
may use the Jacuzzi and sauna at the same time and all staff will be
wearing face masks.
The number of people permitted in the gyms has been reduced and
workouts are for a
maximum of 45 to 50 minutes to allow for additional cleaning time.
The inter-resort shuttle bus, employee buses and the vans used to
transport guests to the
Airport and on tours are cleaned and disinfected after every journey.
The number of passengers
permitted in each vehicle has been reduced to allow for social
distancing and masks are
compulsory. Hand sanitizer is available for passenger use in all
Special rates for private transport to the airport are available
through Thomas More Travel.
Using the Royal Resorts app gives members and guests contactless
options for check-in and for
checkout. They can use it to make reservations, send special requests,
get the daily activity
program and restaurant information and pay their bill by credit card
at the end of their stay.
Download the app now:
We have 24-hour phone and email service and an online customer care
team to provide
Guests can find reminders of good hygiene practices to follow on
resort notice boards, on our
website, at the Front Desk and on our TV channel, Royal Channel.
We are caring for our dedicated staff and monitoring their health
constantly. They use face
masks as they attend guests and go about their duties. They receive
constant training on COVID-19 awareness, including reinforcing the
importance of hygiene
measures such as
frequent hand washing during the day.
Medical service is available at the resorts 24 hours. In the event
that a guest begins to feel
unwell, has a temperature or respiratory symptoms, the resort will
notify the Mexican
Department of Health immediately and follow directives on
self-isolation, care and sanitation Read the protocol for possible